• 품질경영학회지
• /
• 제52권1호
• /
• pp.23-42
• /
• 2024

Purpose: This study aims to investigate the impact of two types of information quality, which are platform-oriented information quality and customer-oriented information quality, on customers' decision-making processes in the Online to offline (O2O) platform environment. Grounded in the product brokering efficiency model, which encompasses screening cost, evaluation cost, and decision quality, a model framework was developed. Furthermore, this study explores how these decision-making processes affect customer loyalty. Methods: Given that food delivery apps are the most widely used O2O service in Korea, this study targeted users of these apps for data analysis. We conducted hypothesis testing through a purposive sampling methodology focusing on food delivery app users. A Partial Least Squares Structural Equation Modeling analysis was conducted to analyze the data. The data collection occurred via an online survey from October to December 2021, with a total of 212 respondents participating. Results: The results of this study revealed the significant role of information quality in helping customers' decision processes while using food delivery apps. Specifically, it was found that platform-oriented information positively influences decision quality, while customer-oriented information significantly affects both the reduction of evaluation cost and the enhancement of decision quality. Additionally, the study indicated that lower evaluation costs and higher decision quality lead to increased platform loyalty. However, a reduction in screening cost did not have a significant impact on platform loyalty. Conclusion: While previous studies have overlooked the existence of two sides, service provider and user, in a platform, this research holds significance in its analysis of how information quality impacts loyalty by utilizing the two kinds of information quality. Practitioners can enhance customer loyalty to the platform by enriching customer-oriented information, thereby reducing customers' evaluation costs and encouraging more loyal usage of the platform.

• 기술혁신학회지
• /
• 제4권3호
• /
• pp.342-354
• /
• 2001

The appearance of on-demand business model of multimedia contents is one of the biggest changes in the broadband Internet which aims at the high-speed Internet users. Currently the interest in the webcasting service, a new converged service of the broadcasting and the telecommunications, has been increased. However the quality of service is not guaranteed due to the bottleneck problem in a middle-mile as the fundamental limit of the Internet, and has not been improved greatly due to the small-scaled operators of the webcasting services. This study suggests a new business model of the multi-channel satellite webcasting service based on the satellite multicasting and content delivery network, which guarantees the quality of service and channelizes the contents by the type or by the special purpose.

• 서비스연구
• /
• 제13권3호
• /
• pp.57-69
• /
• 2023

새벽배송은 일반 배송 서비스와는 다른 고유한 특성을 가지고 있다. 이 서비스는 일반적으로 새벽 시간대, 주로 새벽 7시 이전에 제품을 고객에게 배송하는 것을 의미한다. 온라인 새벽배송에는 고객측면에서 다양한 가치를 제공하는 반면 판매자와 온라인 쇼핑몰과 같은 서비스 제공자 측면에서는 극복해야 할 적지 않은 도전과제를 가지고 있다. 새벽배송 시장은 PC기반 온라인 쇼핑과 모바일 쇼핑을 합친 온라인 식품판매에서 성장세가 확대되고 있다. 본 논문에서는 확대되어 가는 온라인 쇼핑 새벽배송에 대한 고객만족과 재이용의도에 영향을 미치는 요인을 규명하고자 한다. 온라인 쇼핑 새벽배송 환경을 모형화하기 위해 독립요인을 다음 세 가지 유형으로 분류하였다: 시스템 특성, 제품특성, 그리고 배달특성. 그리고 본 연구에서는 세 가지 독립요인, 고객만족 (매개요인), 그리고 재이용의도 (종속변수)와의 관계를 실증적으로 탐색하여 보았다. 분석결과, 온라인 쇼핑의 새벽배송 서비스품질에 시스템특성과 제품특성이 영향을 미치는 것으로 조사되었으며, 특히 시스템특성 중에 신뢰성, 편리성, 유용성, 그리고 상호작용, 제품특성 중에는 제품품질, 제품가격, 제품다양성, 제품간편성이 고객만족에 정(+)영향을 주는 것으로 조사되었다. 하지만 배달특성은 고객만족도에 통계적으로 유의한 영향을 미치지 못하고 있다는 결과가 나왔다.

• 한국재난정보학회 논문집
• /
• 제19권2호
• /
• pp.383-394
• /
• 2023

연구목적: 본 연구는 사회적 취약계층을 고려한 재난문자방송 서비스의 개선에 초점을 맞추고, 특히 고령자에게 필요한 서비스 요인을 일반인과 비교분석을 통하여도출하고자 하였다. 연구방법: 다중회귀분석을 활용하였으며, 종속변수로 재난문자방송 서비스의 전반적인 만족도를 사용하였고, 독립변수로 각각의 서비스 요인들을 선정하여 2개 그룹을 비교분석하였다. 연구결과: 분석결과, 고령자와 일반인 두 그룹 모두 재난문자방송의 만족도에 가장 큰 영향을 미치는 서비스 요인은 신속한 전달인 것으로 나타났다. 두 번째 요인으로는 고령자의 경우 충분한 내용 전달로 나타났으며, 일반인의 경우 시스템 품질로 나타났다. 두 그룹 간의 분석결과를 종합하면, 고령자는 내용적인 측면을 좀 더 중요하게 생각하는 반면, 일반인은 시스템 품질, 송출기준 등과 같은 기능적인 측면을 중요시하는 것으로 나타났다. 결론: 고령자들은 신속한 전달과 함께 충분한 내용 전달을 중요시하고 있는데, 이는 고령자가 일반인에 비해 이해력과 사고력이 떨어지게 된다는 점에서 고령자 특성을 고려한 재난문자 송출이 필요하다.

• 한국품질경영학회:학술대회논문집
• /
• 한국품질경영학회 2006년도 춘계학술대회
• /
• pp.42-53
• /
• 2006

The delivery of high service quality is an evitable strategy that has been related to a success in discount store industry. Greater competitiveness has caused discount store firms to be increasingly aware of the importance of service quality to be on a competitive edge. Also, the fact that service quality leads to customer satisfaction has driven many researchers and practitioners to focus on the issue. What we suggest is that customer's expectation change of service quality cannot be regarded as two totally unrelated processes. If quality judgments are based on expectations, it is important to understand the origins of those expectation change. Therefore, if being of effecting factors between the latest expectation and the changed expectation of service quality will prove out, service firms are possible to operate efficiency quality management for getting customer satisfaction.

• 대한인간공학회지
• /
• 제30권1호
• /
• pp.169-177
• /
• 2011

The aim of this study is to review previous studies on human errors in the service delivery processes. Service industry is sharply growing in the advanced countries. Many people are looking for something to contribute to the service industry. Although there are many research topics related to service domain that human factors and ergonomics specialists can do contribute, a few researchers are studying such topics. This paper indicated how previous researches on human factors and human errors have addressed the service domain, in order to prompt human factor study on the service domain. A variety of sources were inspected for literature reviews, including books and journals of managements, medicine, psychology, consumer behavior as well as human factor and ergonomics. The characteristics of human errors in the service domain were investigated. Human error studies in several service sectors were summarized such as medical service, automotive service operation, travel agent service and call center service. Until now, human factors community was not much interested in human errors in service domain. However, there is much space to contribute to service domain; human error identification, human error analysis and control of human error. The research of human error in service domain can provide clues to improve service quality. This paper helps to guide to identify human error of service domain and to design service systems.

• 대한영양사협회학술지
• /
• 제18권4호
• /
• pp.372-384
• /
• 2012

The purpose of this study was to provide a basic resource for establishment of hygienic management standards for meal delivery from the central kitchen to schools. Flow diagrams for delivery of food were analyzed, and time-temperature conditions of the food and environment were measured. Four different foods samples including Mexican salad, radish salad, stir-fried pork and vegetables, and stir-fried chicken and vegetables were collected after production and before service. Microbiological analysis was performed for aerobic plate counts (APC), Enterobacteriaceae, coliforms, E. coli, Salmonella spp., S. aureus, B. cereus, C. perfringens, and L. monocytogenes. After completion of production of cooked foods 2~3 hours were taken for the cooked foods to reach the temperature danger zone. Food temperatures at the meal service did not meet the recommended temperatures ($10/57^{\circ}C$) for conventional school food service systems. The highest APC counts were observed in radish salad (5.70 log CFU/g), followed by Mexican salad (5.18 log CFU/g). Enterobacteriaceae and coliform counts were within acceptable levels of those recommended by the UK Public Health Laboratory Service. No E. coli or pathogens were found. These results provide useful information for determination of microbiological hazards in school food service systems, and suggest that time-temperature control during delivery is necessary for the safety of cooked foods.

• Journal of Multimedia Information System
• /
• 제7권1호
• /
• pp.55-72
• /
• 2020

As the IT service environment grows, it is critical in terms of IT service quality to minimize the occurrence of failures due to changes in applications and to diagnose and recover in a short period of time how failure will affect the business. Thus, the Defense Acquisition Program Administration (DAPA) has been building and operating ITSMs to implement IT service management in a leading manner. Information Technology Service Management (ITSM) is divided into events, obstacles, changes, versions and setup management to ensure flexibility and stability in service delivery. It is also operated separately from service level, availability, capacity, financial and IT service continuity management to ensure service quality and cost efficiency. Based on ITSM military service history, this study looks at the impact of quality of service on value, satisfaction, and trust. The results of the analysis are highly valuable for future ITSM implementation and operation.

• 대한전자공학회:학술대회논문집
• /
• 대한전자공학회 2002년도 ITC-CSCC -2
• /
• pp.1074-1077
• /
• 2002

This paper proposes an adaptive pricing system with scheduling to balance the demand for contents and to realize an effective use of resources in contents delivery networks. In the proposed adaptive pricing system, the table of the service levels and prices (tariff) is shown to each user at the start of service and each user chooses one of the service classes. These prices are decided adaptively reflecting the congestion state of the networks. Then, by the proposed scheduling algorithm, these requests are scheduled so as to keep the service level agreements completely.

• Nutritional Sciences
• /
• 제8권2호
• /
• pp.140-147
• /
• 2005

In order to promote foodservice for older adults, foodservice directors in Continuing Care Retirement Communities (CCRCs) must identify the dimensions used by residents to evaluate the service quality of dining service. A multidimensional measure of perceived service quality was developed based on residents' responses about their experiences with dining service. A survey was administered to residents in two CCRCs. Based on the results of principal component analysis, this study identified four dimensions: food quality, dining room employee's attitude and service skills, dining room employee's safety and cleanliness, and systemization of service delivery process. A new dimension that reflects residents' concern for the dining mom employees' safety and cleanliness also emerged. 1bis study points to areas of improvement for food quality and dining room employee's safety and cleanliness.